Customer Success Specialist

The Customer Success Specialist at Reader Precision Solutions is responsible for managing high-level client relationships, ensuring seamless order processing, and supporting account growth through proactive engagement and strategic planning. This role serves as a key liaison between clients and internal teams, addressing complex inquiries, monitoring order progress, and contributing to process improvements.

Additionally, the Customer Success Specialist mentors Customer Support Specialist team members and plays an integral role in forecasting and planning efforts, helping to drive client satisfaction and organizational success in a high-tech, precision-focused environment.

Work Schedule: This is a full-time, benefits eligible position requiring approximately 40 hours per week. Core work schedule is Monday – Friday from 7:00am - 3:30pm. Individual must be flexible to work overtime as needed.

Pay Rate: $25-$28

Essential Duties & Responsibilities include but are not limited to:

• Client Engagement:
  • Manage high-level client interactions, including processing purchase orders (P.O.s), coordinating re-quotes for existing work, and building strong client relationships to support account growth.
  • Proactively engage with clients to check the status of orders, provide updates, and resolve inquiries with professionalism and efficiency.
• Order Management and Forecasting:
  • Monitor the progress of client orders and shipments, ensuring alignment with client expectations and providing timely updates.
  • Support proactive account planning by analyzing client needs and coordinating forecasting efforts for upcoming orders.
  • Oversee the creation and maintenance of new and existing part numbers, ensuring accuracy and consistency across all records.
• Mentorship and Team Development:
  • Mentor Customer Support Specialist team members, assisting them in resolving complex issues related to production and client interactions.
  • Contribute to the training and onboarding of new team members, sharing best practices and insights to enhance team performance.
• Process Improvement:
  • Analyze client feedback and internal workflows to identify opportunities for process enhancements.
  • Collaborate with cross-functional teams to implement solutions that improve efficiency and client satisfaction.
• Collaboration and Communication:
  • Provide regular updates on forecast and demand shifts to sales and production teams, contributing to strategic planning and resource allocation.
  • Participate in regular training to deepen knowledge of Reader Precision Solutions’ products, services, and systems, ensuring a high level of expertise in client communication.
• Other Responsibilities:
  • Fulfill all duties and responsibilities required of the Customer Support Specialist position, ensuring a strong understanding of foundational client support tasks.
  • Handle all other duties as assigned, demonstrating flexibility and a proactive approach to team support and client needs.